The fields of customer service and fraud prevention have evolved significantly over the years, and while they may have, at one time, been separate considerations, they are inextricably connected today. So much so, that balancing the two has emerged as a unique new challenge in our big data era. An ongoing question for organizations is how to simultaneously increase fraud detection without introducing customer friction.

The answer lies in the successful adoption of a centralized approach to data intelligence. By integrating and deploying advanced AI and machine learning-powered systems that enable holistic analysis and ensure consistent coverage and real-time responsiveness, organizations are able to maintain continuous, end-to-end engagement with their customers. …

The idea behind “phishing” predates the internet by countless years. In its most basic form, it’s simply the act of impersonating someone to trick them out of something; money, information, anything of value.

Before crime went online, the kind of scam happened on the phone; someone would call you, lie about who they were, and try and get information from you; often using scare tactics; i.e., impersonating an authority figure, and threatening negative consequences if the requested information isn’t shared. A classic use case might be someone impersonating an IRS agent, to get you to divulge your social security number. …